Head of Payments Operations

Job Overview

This role encompasses comprehensive oversight of payments operations including transaction processing, reconciliation, settlements, and vendor invoicing. It involves close collaboration with platform partners, banks, and networks to resolve settlement discrepancies arising from system or network interruptions.

Core Responsibilities

• Manage end-to-end transaction processing activities such as reconciliation, returns, and settlements across various payment methods including UPI and cards.
• Handle settlement processes with platform partners and merchants, and oversee invoicing and billing of partners and vendors.
• Address and resolve settlement and reconciliation issues that may result from system or network outages by coordinating with banks and networks.
• Supervise customer and merchant service channels to fulfill their needs related to platform products, services, and transactions.
• Oversee risk management throughout the portfolio lifecycle, covering onboarding, transaction processing, and post-transaction monitoring for P2P, P2M, and acquiring transactions.
• Ensure comprehensive reconciliation of transactions, invoices, bills, and settlements in compliance with regulatory standards.
• Develop frameworks for omnichannel service experiences incorporating both DIY and assisted service flows across all touchpoints.
• Establish and enforce risk frameworks applicable to customer and merchant lifecycle stages, ensuring compliance across all transaction types.
• Create business continuity plans to mitigate disruptions and minimize impact on business and customers.
• Implement full-suite payment operations processes and controls.
• Drive key performance indicators including Net Promoter Score (NPS), service resolution quality and turnaround time, and customer retention.
• Ensure complete adherence to all regulatory reporting requirements pertinent to payment operations.
• Serve as the representative of Aditya Birla Capital in dialogues with regulators and significant stakeholders in the payment ecosystem.